Front Office - Guest Service Supervisor

1. Be responsible for the smooth and efficient operations of the Front Desk to maximize guest satisfaction from the point of check in to check out.

2. Be accountable for the work performance of the Front Desk team including ensuring the main targets set out by Management met: Up-selling, Social Media Reviews, Guest Comment Cards.

3. Provide training, coaching and counseling to Front Desk associates.

4. Provide courteous and efficient service and if possible, respond to each and every guest request professionally and tactfully.

5. Give guest complete and immediate attention to any complaint and request.

6. Utilize the Property Management System (Opera), Key Card System, Passport Scanner, POS System, and maintain computer discipline at all times.

7. Be knowledgeable about daily hotel operations, room information, and other services.

8. Strictly follow all cash handling and banking procedures.

9. Perform guest registration, room assignment and accommodate special requests of all guests.

10. Perform check-in and check-out for guests in accordance with hotel standards.

11. Handle guest requests in professional manner, record accordingly and coordinate with other departments to ensure seamless services.

12. Report to the shift Supervisor or Duty Manager of guest complaints immediately. However, make efforts in handling minor complaints so as not to cause delays to the guest service at the Front Desk.

13. Check in guests accordingly to procedure. Registration form is to be filled out. All check-in must be updated in the system as soon as possible. All billing and special instruction to be clearly stated. All check-in is to be handled promptly and check-out must not short but efficient.

14. Handle room key cards accordingly to the procedure. Always monitor and recheck for security reasons.

15. Prepare for the arrival of individuals and groups (Reg. Card, Key Holder, Message, etc.)

16. Accountable for all mounts received and ensure that all amounts are properly remitted to the General cashier in line with the Standard Operating Procedures.

17. Complete reports at the end of the shift and attach all necessary supporting documents before submitting them to Accounting department.

18. Draw up all Front Office related reports on a regular basis.

19. Perform other tasks assigned by Duty Manager and Upper Management.

- 2 months of probation with full salary & service charge.

- Team building activities.

- Annual Summer Outing/Health checkup

- Accident insurance 24/24

- Uniform, Laundry service is provided by Hotel

- Delicious and nutritious meal at Hotel's Staff Cafeteria

- International working environment and friendly teammates.

- Other benefits according to Company's policy.

QUALIFICATIONS AND REQUIREMENTS

1. At least three years’ experience as a Front Desk Captain/Shift Leader or Senior Guest Service Agent  in luxury hotels and/or resorts or equivalent.

2. Diploma in Hotel Management or related discipline, Bachelor’s degree preferred.

3. Extensive knowledge of Opera system and POS software and Computer skills

4. Good command of English and Vietnamese.

5. Good interpersonal skills.

6. Open-mindedness.